Manage all aspects of technical implementation and integrations, specializing in enterprise clients from pre-sales to full customer lifecycle.

Assist with the technical onboarding and support of Fortune 500 enterprise clients and brands.

Managed the technical onboarding of new Pro Package clients, including developing custom JavaScript solutions for website behavior tracking. Acted as point of escalation and technical liaison between CTCT Pro Team and ReSci.

» Assist developers with using all three versions of Constant Contact APIs » Answer inquiries across multiple channels, including email and our online community forum» Provide development guidance in various languages, including PHP, Java, and C#/.Net» Act as technical expert for new and potential revenue partners» Intake and assist with triaging for customer reported defects, testing and verifying resolutions» Configure new API endpoints in Tibco Mashery Admin Console

» Facilitate technical new hire training sessions in a classroom environment.» Create SRQs to document issues to standards set within creation guidelines.» Resolve technical escalations from the executive level.» Lead 1:1 coaching sessions with CES agents and Team Leaders on overall troubleshooting and solving MyLibrary issues.» Act simultaneously as the voice of customers and as the voice of Constant Contact in regards to product defects and system issues.» Serve as a mentor for Tier 2 hybrid agents and interns to provide them with coaching and assist them with professional development.» Provide advanced and escalated technical support for online marketing tools, email clients, browsers, and network issues to internal clients via chat; and external clients via phone and email.

» Act as a first point of contact for customer inquiries via phone.» Resolve technical and other support issues, escalating cases when appropriate.» Educate customers on products and services to enhance their online marketing strategy and make them more successful.» Guide customers to online self help resources empowering them to solve issues on their own in the future.

» Work as part of a tight-knit team to develop proprietary Android applications to RFP specifications.» Fix bugs and test application use cases.» Design Android application layouts that keep with Material design standards.» Front-end website and graphic design work as needed.

» Coached internal agents on supporting and troubleshooting merchant issues with physical and virtual credit card terminals.» Provided Tier 3 support for both internal and external clients in a call center environment.» Supported external sales agents in opening new accounts and upgrading existing services.» Quickly and effectively solved escalated customer challenges.» Took manager escalation calls.

» Diagnosed and repaired video game consoles.» Created updated repair documentation and procedures to increase efficiency and decrease liability.

» Responsible for design of customer loyalty program.» Designed and created in-store marketing material.